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Contents

  • 0051 Welcome to dmClub
    • 0052 What is dmClub?
      • 0119 Tangerine Telecom
    • 0053 How do I log in and what is my dmID identity?
    • 0054 Your Clubhouse: getting started
    • 0055 How do I manage my contact, company, address, login and PIN details?
    • 0056 How do I update my Clubhouse contact details?
    • 0057 Powered by GenX
    • 0058 What do I do if I want to make a complaint?
    • 0059 Reporting Unacceptable or Fraudulent Use
    • 0060 General Customer Terms and Conditions
    • 0065 dmClub Support: Our Promise
    • 0066 Getting the Best from Support
    • 0068 Advanced Fee Fraud
    • 1194 Automatic Service Upgrades
      • 1187 GenX to GenU migration
        • 1189 GenU migration FAQs
        • 1190 dmConnect to dmConnect12 upgrade
        • 1191 dmVoice to dmVoice12 upgrade
        • 1192 dmSwitchboard to dmSwitchboard12 upgrade
      • 1195 Upgrade Relocation Apr15A
      • 1196 Emergency Relocation
    • 0999 Bad dmClub numbers
    • 7000 Latest News and Updates
      • 7001 System Status and Notices
      • 7031 dmNews October 13
        • 1116 dmDeals
      • 7032 dmNews July 12
      • 7033 dmNews May 12
      • 7034 dmNews April 12
      • 7035 dmNews March 12
      • 7036 dmNews February 12
      • 7037 dmNews January 12
      • 7038 dmNews December 11
      • 7039 dmNews November 11
      • 7040 dmNews October 11
      • 7041 dmNews September 11
      • 7042 dmNews August 11
      • 7043 dmNews July 11
      • 7044 dmNews June 11
      • 7045 dmNews May 11
      • 7046 dmNews April 11
      • 7047 dmNews March 11
      • 7048 dmNews February 11
      • 7049 dmNews January 11
      • 7050 dmNews December 10
      • 7051 dmNews November 10
      • 7052 dmNews October 2010
      • 7053 dmNews September 10
      • 7054 dmNews August 10
      • 7055 dmNews July 10
      • 7056 dmNews May 10
      • 7057 dmNews April 2010
      • 7058 dmNews March 2010
      • 7059 dmNews February 10
    • 0025 Privacy Policy
  • 0100 Accounts: Credit, Orders and Payments & FAQ
    • 0016 Payment Guide
      • 1234 AutoPay concepts & advice
      • 1228 AutoPay Calendar
      • 0111 Manual Credit and Debit Card Payments
      • 0117 PayPal Payments
      • 0112 UK Bank Payments
      • 0113 Bank Payments from outside the UK
      • 0114 Payment by cheque
      • 0116 Card Auto Top-Up (Deprecated)
      • 0108 AutoPay (deprecated)
    • 1231 Understanding orders and payments
    • 0103 Buying a Service For long term or Life
    • 0105 Problem Money Allocation
    • 0115 Claiming a payout from dmClub
    • 1232 Disconnection and Reconnecting numbers
    • 0109 Placeholder
  • 0012 Products
    • 3100 Number Ranges, changes and problems
      • 3101 Non Geographic (08) Number Service Charges
        • 1200 NGN Access Charges
      • 3120 UK Local number guide
      • 3131 UK 0844 numbers guide
      • 3133 UK 0870 number guide
      • 3134 UK 0871 number guide
      • 3110 Parallel migration process
      • 1159 08 Replacement Offer - July 2015
        • 1198 08 Changes July 2015: Background
      • 1208 Legacy GenX "T0" tariffs
      • 1238 Digital Mail Number Allocations from Ofcom
      • 1242 Number Porting
      • 1178 070 number range termination
    • 0010 dmConnect12
      • 1064 dmConnect12: History and Roadmap
        • 1073 dmConnect12: Release1 (Oct13a)
        • 1161 dmConnect12 Release2 (Jun14a)
        • 1172 dmConnect12 Release3 (Sep14a)
      • 1059 dmConnect12 : Instructions
        • 1060 dmConnect12: Setting up divert - Basic Mode
        • 1061 dmConnect12: Setting up divert - Medium Mode
        • 1062 dmConnect12: Setting up divert - Advanced Mode
        • 1075 dmConnect12: Using VoIP Trunk divert mode
        • 1074 dmConnect12: Using with a dmSwitchboard12
        • 1096 dmConnect12: How it works, a technical introduction
        • 1084 Setting up Zoiper Mobile with dmConnect12
        • 1094 dmConnect12: Making outbound calls from a PSTN phone
        • 1095 dmConnect12 : Call Costs & Records
        • 1097 Using dmAnswers with dmConnect12
        • 1098 Upgrading from dmConnect12 to dmSwitchboard12
        • 1100 dmConnect12: Setting up Voicemail
        • 1091 Setting up dmWebPhone with dmConnect12
        • 1235 Setting outgoing message (OGM) for dmConnect12 from browser
        • 1241 HowTo - Setup dmConnect12 with 2 OGMs
        • 1245 HowTo - Setup dmConnect12 with Customised TTS OGM
        • 1258 HowTo - Add overflow Personal Extension to dmConnect12
      • 1063 dmConnect12: General Fault Finding
      • 1056 dmConnect12: User Case Studies
      • 1053 dmConnect12: Features
        • 1112 dmAnswers14
          • 1113 dmAnswers14: Using dmAnswers14 with dmConnect12
      • 1055 dmConnect12: Purchasing guide
      • 2071 dmConnect12: Upgrades and Add-ons
      • 1057 dmConnect12: Pricing
      • 1054 dmConnect12: FAQ Frequently Asked Questions
      • 1067 dmConnect12: Embedded Notes
        • 1068 dmConnect12: OPH ControlX:Home
        • 1018 dmConnect12/PSB: OPH ControlX:Home
        • 1019 dmConnect12/PSB: OPH ControlX:CallHandling
        • 1069 dmConnect12: OPH ControlX:Divert
        • 1070 dmConnect12: OPH ControlX:Call Records
        • 1071 dmConnect12: OPH ControlX:Tariff
        • 1052 dmConnect12: OPH ControlX:DMC12Tariff
    • 0019 GenU General Help
      • 1203 Fault-finding VoIP handsets & Clients
      • 0107 Unclassified OnPageHelp
        • 1233 AutoPay OPH
      • 1237 Setting up voicemail OGM for dmConnect12 and dmSwitchboard12
      • 1244 Call Records Availability
      • 1249 GenU General: Feature List
        • 1250 GenU General: Web Prompt Studio Feature
      • 1251 GenU General: Web Prompt Studio - Getting started instructions
        • 1252 GenU General: WebPrompt Studio - Advanced Instructions
    • 5017 dmSwitchboard12
      • 5021 dmSwitchboard12: Getting started
        • 5022 dmSwitchboard12: Plan creation and editing
        • 5023 dmSwitchboard12: Setup Videos
      • 0400 dmSwitchboard12 Features
        • 5024 dmSwitchboard12 Extensions: Overview
        • 5025 dmSwitchboard12 Extensions: Reception
          • 5212 Reception Extensions - Advanced Options
        • 5026 dmSwitchboard12 Extensions: Team
          • 5213 Team Extensions - Advanced Options
        • 5027 dmSwitchboard12 Extensions: Personal
          • 5214 Personal Extensions - Advanced Options
          • 5041 Divert dmSwitchboard12 to PSTN
        • 5028 dmSwitchboard12 Extensions: Utility
        • 5066 dmSwitchboard12 Voicemail
          • 1108 PS12 voicemail OGMs
        • 5070 dmSwitchboard12 Call Records
        • 5071 PSTN Extension Calls
        • 5072 Transferring Calls with Mid Call Menu
        • 5200 dmSwitchboard12 Voiceover
          • 5203 dmSwitchboard12 Voiceover Instructions
          • 5209 Recording prompts over the phone
          • 5230 Move from CloudSafe to SwissDisk Instructions
        • 5210 SB12 Click2Call
        • 1005 dmSwitchboard12 Opening Hours Feature
        • 1004 dmSwitchboard12 CallerID and Enhanced Caller Info
        • 1139 dmSwitchboard12: Advanced SIP Diagnostics
        • 1247 Web Prompt Studio
      • 5043 The dmSwitchboard12 WebPhone
        • 5067 Getting Started with the WebPhone
        • 5044 How To Access the WebPhone
        • 5047 Adding WebPhone Users
        • 5048 Testing the WebPhone
        • 5056 Making and Receiving Calls and In-call Features
        • 5211 WebPhone Screen Popping
      • 5000 Using dmSwitchboard12 with SIP and Softphones
        • 5049 dmSwitchboard12: Start using dmSwitchboard12 with a SIP Phone
        • 5035 Retrieve your SIP credentials from dmSwitchboard12
        • 5050 dmSwitchboard12 guides: LAN checklist for VoIP
        • 5046 VoIP Testing and Test Resources
        • 5045 SIP Phones Synonyms
        • 5033 Bria for Android: Setup and Testing
        • 5034 Bria for iPhone and iPad: Setup and Testing
        • 5042 CounterPath's X-Lite 4: Setup and Testing
        • 5005 Gigaset N300A IP: Setup
        • 5008 Grandstream GXP2000: Setup
        • 5007 Linksys Sipura IP SPA922: Setup
        • 5006 SIPPolycom SoundPoint IP 331: Setup
        • 1080 Using dmConnect12/dmSwitchboard12 with FreePbx
        • 1255 Setting up Zoiper Desktop Application
      • 5106 dmSwitchboard12 Call Costs
      • 5020 dmSwitchboard12 Case Studies
      • 1013 SB12 Contracts
      • 1011 SB12: FAQ Frequently Asked Questions
      • 1173 dmSwitchboard12: Upgrades and add-ons
      • 1007 dmSwitchboard12: History & Roadmap
        • 5055 dmSwitchboard12 Release2 (May13a)
          • 1010 dmSwitchboard12: Migration from V1 to V2 Instructions
        • 1162 dmSwitchboard12 Release3 (Jun14a)
        • 1171 dmSwitchboard12 Release4 (Sep14a)
      • 1175 dmSwitchboard12 General Fault-finding
    • 0017 dmAnswers14
      • 1136 dmAnswers14: Getting started instructions
        • 1122 dmAnswers14: Setting up dmAnswers14 Message Desk on dmConnect12
        • 1124 dmAnswers14: Setting up dmAnswers14 FrontDesk on dmConnect12
        • 1129 dmAnswers14: Installing dmConsole on Android
        • 1123 dmAnswers14: Installing dmConsole on iPhone/iPad
        • 1163 dmAnswers14: Initial Setup ProTime Customer Guide
      • 1120 dmAnswers14: Features
        • 1140 dmAnswers14: MessageDesk
        • 1166 dmAnswers14: FrontDesk
        • 0104 dmAnswers14: dmConsole
        • 1167 dmAnswers14: Agent Handling Mode
        • 1149 dmAnswers14: Transfer Modes
        • 1134 dmAnswers14: Notifications
        • 1168 dmAnswers14: Call Records
      • 1121 dmAnswers14: Pricing
      • 1132 dmAnswers14: Purchasing guide
      • 1138 dmAnswers14: Money-saving tips
      • 1125 dmAnswers14: FAQs
      • 1130 dmAnswers14: Additional terms and conditions
      • 1131 dmAnswers14: Advanced topics
        • 1126 dmAnswers14: Basic agent training
        • 1133 dmAnswers14: History and roadmap
          • 1170 dmAnswers14 Version 1.6 Commercial Gold Release Notice An14v1-6cg
          • 1174 dmAnswers14 Version 1.6 Commercial Gold Release Notice An14v1-6cg
          • 1188 dmAnswers14: version 2 Commercial Gold Release Notice An14v2cg
      • 1169 dmAnswers14: General Fault-finding
        • 1248 Clubhouse Lockout
      • 0018 dmAnswers14: Paks for fixed costs
        • 1181 dmAnswers14: Pak Pricing
        • 1182 dmAnswers14: Pak FAQ
        • 1183 dmAnswers14: Pak Records
    • 0023 dmConnects App
    • 0024 dmConnects API -RFC
    • 5100 dmCalls12
      • 5101 dmCalls12 Features
      • 5102 dmCalls12 Tariffs
      • 5221 dmCalls12 Indirect Access
      • 5103 dmCalls12 Faultfinding 5103
      • 5220 dmCalls12 Reporting Problem Destinations
      • 5104 dmCalls12 Supplementary Terms and Conditions
      • 0120 dmDialler
    • 3310 dmVoice and dmFax
      • 3311 Getting started with dmVoice
      • 3312 Getting started with dmFax
      • 3313 Set up your voicemail message for dmVoice
      • 3314 Access your voicemail
      • 3315 View a list of calls or messages you've received
      • 3316 dmFax fax to email settings
      • 3317 Sample voice messages
      • 3318 Sample fax messages
      • 3320 Control dmVoice or dmFax online
      • 3321 Control dmVoice or dmFax over the phone
      • 3323 Change my dmVoice or dmFax email or PIN
      • 3324 Change dmVoice divert settings
      • 3325 dmVoice voicemail and notification settings
      • 3326 Change dmFax divert settings
    • 5081 ProTime
      • 5095 ProTime topics
      • 5082 Setup ProTime for dmSwitchboard12
      • 5083 Full Service ProTime dmSwitchboard12
      • 5084 50/50 ISU ProTime for the dmSwitchboard12
      • 5085 DIY dmSwitchboard12
      • 5090 dmSwitchboard12: Initial Setup Planning Sheet Guide
      • 5096 ProTime Supplementary Terms and Conditions
      • 1223 ProTime: Designing your Business Call Flow
      • 0110 ClubTime - Free Pro Support, solutions
      • 1257 ProVoiceover for Cn12, Sb12
    • 0011 dmConnect Classic
      • 3511 dmConnect: Diverting to VoIP
      • 1106 dmConnect: Buyers Guide
      • 1107 dmConnect: Upgrade options
    • 3410 dmSwitchboard Classic
      • 3420 Getting started part 1 - script wizard
      • 3421 Getting started part 2 - sounds wizard
      • 3422 Media players on the PC
      • 3424 Controlling your dmSwitchboard over the phone
      • 3426 dmSwitchboard: create an information line
      • 3427 dmSwitchboard: create your own recorded voice prompts
      • 3430 Development numbers
      • 3460 dmSwitchboard MidCallServices
      • 3440 dmSwitchboard FAQs
      • 3412 Minimum usage on 070 dmSwitchboard
      • 4130 dmAnswers and dmSwitchboard
      • 4140 How much does it cost?
    • 2110 dmCalls Classic
      • 2112 Getting started
      • 2120 Access
      • 2121 Dialling options: how to make a call
      • 2122 Command and Help modes
      • 2130 Security
      • 2131 Address book
      • 2132 Online itemised calls
      • 2133 Voice training
      • 2150 dmCalls: Frequently Asked Questions
      • 2111 Your prepay account is not ready
    • 0118 Future Features
  • 0042 Express Support
    • 1210 Account balance problems
    • 1218 General problems with account funding
    • 1224 I want my number reconnected
    • 1225 My account balance is shrinking too quickly
    • 1211 My telephone number isn't working
    • 1212 My fax number isn't working
    • 1213 I can't login to my clubhouse
    • 1215 I'm trying to buy a new number but your website won't let me
    • 1219 I have a general call-handling problem
    • 1214 My number's control panel isn't working
    • 1220 I’m having a problem with one of your websites
    • 1299 I've got a problem not covered here
    • 1217 Faxes are garbled
    • 1221 General message notification problems
  • 1222 Customer VOIP tips
  • 1229 Keeping your number
  • 0998 0161 Nuisance calls
  • 1157 OPH PSB Call Records
  • 1301 club.dm end of life
  • 9997 03 Numbers Sales Test Page
  • 9996 Demo of FedSessKey pass through
  • 0013 Support
  • 1256 dmClub Number API
  • 1180 dmAnswers migration
CONTENTS

Show full Support Notebook

#1218

General problems with account funding


Show All Steps

A I have a general problem with my account balance / account funds

Fill in your contact details.

B Please describe the problem in more detail

The more information you can provide, the more likely we can help. See below the form for good and bad examples.

General tips

The key thing here is to be specific - if a call seems more expensive than it should be, give us the start date and time of the call in question. Make sure you know what service and what tariff the number is on.

Common areas of confusion on call costing (and this affects many telecoms services, not just ours!) include:

- The fact that outbound calls/call forwarding attracts any cost at all

- Minimum call charge

- Rounding

- Connection charges

(If you have any to add to this list, please send to support@dmclub.net)

Good and bad examples of descriptions

Bad example

My money's missing.

Good example

I made a payment of £33.50 on 23rd March, paying by Paypal.

Paypal sent me a receipt ( Paypal transaction ID: 6RD13156GW5704452 ) indicating that the transaction was successful, but the funds aren’t appearing in my clubhouse balance. I think there’s been a glitch. Please help.

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